Experience Matters
OCTOBER 19, 2016
We regularly help companies create cultures that are more customer-centric. So it seemed like a fun idea to create an infographic on the topic. Enjoy! You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (12″ […].
Kerry Bodine
OCTOBER 20, 2016
This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be easy for Exploratorium management to focus exclusively on the museum experience—everything that happens within their physical walls, represented by the square box in the middle of
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Alida
OCTOBER 18, 2016
Generation Z, the cohort born between 1996 and 2010, is ready for the spotlight. Finally escaping the shadows of the generations before them, many Gen Zers are now entering the workforce. As a result, their spending power, currently valued at $44 billion , is growing every day. Also known as Gen Z, iGeneration (iGen) or Net Gen, this cohort is massive and influential.
InMoment XI
OCTOBER 20, 2016
MaritzCX and Forrester are partnering to make the Forrester Customer Experience Index (CX Index) pre-built survey templates across 17 industries accessible within the MaritzCX Platform. This partnership and integration is made in the name of arming businesses with easy access to the CX Index and giving them as much insight as they can possibly get.
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Experience Matters
OCTOBER 21, 2016
In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands. In addition to detecting the customer emotion, […].
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Michelli Experience
OCTOBER 19, 2016
In addition to highly conflictual political discourse (which may have sunk to an all-time low in the US), I’ve recently observed a number of people making obscene gestures at one another, swearing, and ranting in stores as well as during miscellaneous business transactions. American activist Rachel Corrie once noted, “We should be inspired by people…who show that human beings can be kind, brave, generous, beautiful, strong – even in the most difficult circumstances” I am convi
InMoment XI
OCTOBER 18, 2016
Regardless of where you work or how long you have been with a company, most of us have experienced a situation where we discover that some process or approach to doing business has “always been done that way.” How organizations handle the customer experience, following up with customer concerns, and fixing customer problems often fall.
Experience Matters
OCTOBER 17, 2016
We published a Temkin Group report, State of Voice of the Customer Programs, 2016. This is the sixth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization. Here’s the executive summary: For the sixth straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer […].
Kayako
OCTOBER 20, 2016
There are hundreds of articles out there telling you how to write a better help center article. They’ll give you a lot of really great advice on writing clearly and succinctly. They’ll tell you how to keep your audience in mind, and how to keep them engaged. They’ll talk about article organization, tone, and format. What they won’t tell you, though, is that good writing is only half the battle.
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NICE inContact
OCTOBER 18, 2016
If you’re in Customer Service, you’ve heard of “omnichannel”. In fact, you’re probably sick of the term. This concept is easy to understand and the technology isn’t the real challenge. The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way.
InMoment XI
OCTOBER 20, 2016
MaritzCX and Forrester are partnering to make the Forrester Customer Experience Index (CX Index) pre-built survey templates across 17 industries accessible within the MaritzCX Platform. This partnership and integration is made in the name of arming businesses with easy access to the CX Index and giving them as much insight as they can possibly get. View Article.
Beyond Philosophy
OCTOBER 17, 2016
Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think.
CX Journey
OCTOBER 19, 2016
I originally wrote today's post for Clicktools. It appeared on their blog on March 31, 2016. I have modified it slightly since then. Are you listening to your customers? What are you doing with what you've heard? In order to transform the customer experience, it's critical that you listen to your customers. Unfortunately, customer listening has two major flaws - or, more accurately, companies have two major shortcomings when it comes to customer listening.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Kristina Evey
OCTOBER 18, 2016
Make Customer Service a Habit. Daily actions of Customer Service are what makes a difference in the minds of the people we work with. Both internally and externally, we serve to fulfill a need or obligation. Now, be honest… how often is the way we work with people simply a combination of “habit activities” we’ve designed in order to get us through the workday?
InMoment XI
OCTOBER 18, 2016
Regardless of where you work or how long you have been with a company, most of us have experienced a situation where we discover that some process or approach to doing business has “always been done that way.” How organizations handle the customer experience, following up with customer concerns, and fixing customer problems often fall. View Article.
Customers That Stick
OCTOBER 15, 2016
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Who's Your Gladys?
OCTOBER 17, 2016
My son is a huge MINI Cooper fan and it’s not hard to figure out why. It’s all about the customer experience. Kyle’s first car, purchased just a few short years ago, is a 2004 MINI Cooper S. Little did I know, when he made that. The post Mini USA Takes the Customer Experience appeared first on Who's Your Gladys?
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
GetFeedback
OCTOBER 19, 2016
Loyal customers are crucial to a brand's success. So how do you get them? First, by designing a customer onboarding experience that sets the tone.
Customer Bliss
OCTOBER 20, 2016
Double talk. It can feel like it’s everywhere sometimes. Let me be a little bit blunt to open this post, although I think many of you may have experienced this at least once. In short? Customer culture is talked about by many leaders, but ultimately misunderstood by most organizations. Let’s do a quick example. We know many companies have “core values,” for example — and while often some of the top people try to live by them, oftentimes they feel like a list of word
Beyond Philosophy
OCTOBER 19, 2016
Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines? Or that drinking the ground up testicles of a small mammal mixed with alcohol was considered a contraceptive in 16th century Canada?
Wired and Dangerous
OCTOBER 17, 2016
Today’s wired and dangerous customers crave organizations that consistently deliver great service and create emotional connections with customers. Do you have people in your organization who consistently deliver great customer service? We walked into the Marriott Windsor, Connecticut on a Monday about 8:20pm after a two hour flight from Atlanta to find a crowd at the Front Desk.
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Comm100
OCTOBER 20, 2016
Whether you’re selling billing software or dog sweaters, you can be sure to expect one thing this holiday season: a big increase in site traffic. Unless you’ve been living under a rock, this probably doesn’t come as a surprise to you. After all, online shopping is now more popular than ever before. Why would the holidays be an exception to this growing phenomenon?
Customers That Stick
OCTOBER 17, 2016
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
Kerry Bodine
OCTOBER 20, 2016
This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be easy for Exploratorium management to focus exclusively on the museum experience—everything that happens within their physical walls, represented by the square box in the middle of
ShepHyken
OCTOBER 19, 2016
The other night I had a wonderful meal at Mama Louise , an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created. First, the staff was friendly and helpful, making suggestions and letting us know what was most popular on the menu.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Heart of the Customer
OCTOBER 20, 2016
Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex products based on what they want to buy, rather than starting with customer needs. And they certainly don’t understand the emotional context of your customers. Both Forrester and the Temkin Group […].
Michel Falcon Experience
OCTOBER 19, 2016
Companies, across many different industries and sizes, all have marketing budgets. Most of these businesses allocate a considerable amount of their budget to traditional marketing efforts and, as of recently, have been investing in digital strategies. But what about investing in customer service stories? Or, as some may refer to it as, storytelling marketing.
Customer Bliss
OCTOBER 18, 2016
Episode Overview. Kevin Bury had a very successful career as the CEO of several technology startups before he took on the senior customer experience leadership role at the very large technology company, SolarWinds. In our conversation, Kevin outlines how he’s used his depth of leadership experience and applied it to his new role in this large organization.
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